Archive for the “Consumer Insights” Category

Your Campaign Results Might Be Lying to You

The only way to know if your loyalty or other guest-engagement campaigns are succeeding is to track them and analyze your results. Unfortunately, even numbers that appear straightforward can contain hidden implications.

Depending on how you look at your data, a campaign can seem like a roaring success or a misfire. But sometimes it requires further analysis to determine if your initial assessments are accurate.

In worst-case scenarios, you may discover that a campaign you decide to run again based on previous positive data had been a misfire the entire time. Not only are you producing unfavorable results, but you are also wasting time, manpower, and money.

For example, let’s say you set up a “We Miss You” campaign. These are fairly common loyalty program campaigns in which you send out an offer to people who have not visited your stores in a while to encourage them to return. After deciding that you’re going to set up a campaign for people who have not visited in 60 days, you send them a coupon for 15 percent off an entrée.

Once you’ve run the campaign and examined your results, the numbers look great. Many guests who had not visited in 60 days made visits during the campaign period and used the coupon you sent them. It seems like the campaign was a resounding success!

But was it truly successful? Sometimes results in campaigns like this are deceiving. […]

What Chipotle Did Right (and Wrong) in Its First-Ever Loyalty Program

For a quite a while, Chipotle executives didn’t believe loyalty programs were for them. In fact, Mark Crumpacker, CCO/CDO of Chipotle, said in September 2015*, “We don’t believe the general supposition that loyalty will make less frequent customers more frequent.”

However, from the fourth quarter of 2015 into the early second quarter of 2016, Chipotle had a few health scares that contributed to its stock prices — and sales — to take a tumble.

In summer 2016, Chipotle was ready to rethink its stance on loyalty programs and launched its Chiptopia Summer Rewards, a three-month tiered loyalty program.

It’s reasonable to assume, based on the structure of the program (that we’ll cover next) and the business challenges they were experiencing, that
Chipotle’s motivation in creating its loyalty program was to increase visits.

Note: Before we go any further, we want to make it clear that Chipotle is not a client of Paytronix. This blog post is designed to analyze the Chiptopia program, share what worked and what didn’t, and help you think — or rethink — your own loyalty program.

The Chipotle Loyalty Program Structure: How It Worked

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What Are Brands Getting Wrong About Content Marketing?

An Interview with Content Marketing Professor Neil Feinstein

Content marketing professor and consultant Neil Feinstein has helped brands like Disney, American Express, and The New York Times improve their marketing efforts via social media, email, and mobile. In a recent interview, Neil provided insights from his years of experience that you can use to leverage content to bolster your own marketing efforts.

Paytronix: What are brands getting wrong about content marketing?

Neil: Too many brands align their marketing strategies with themselves, and not their customers. For a consumer interaction to be meaningful, it needs to be based on a consumer insight. What does the customer care about? Why should the customer care? Before marketers push out content, before they start tweeting or blogging or gramming, they need to understand the customer and then build a strategy that aligns with his/her expectations – not the business’s.

Paytronix: If that’s the case, what are most brands getting right about content marketing? […]

Quick Call with CPK on ‘Mobile First’ Marketing Program

Last week, California Pizza Kitchen (CPK) introduced version 2.0 of its Pizza Dough® Rewards mobile app, a new mobile app built in concert with rewards systems provider Paytronix Systems, Inc.  CPK has rolled  out v2.0 of its mobile app to 197 of its company-owned locations in the United States. CPK operates 300 restaurants in 16 countries.

We recently spoke with CPK CIO Andy Mai and Senior Vice President of Marketing Ashley Ceraolo to find out more about the new mobile app.

Tell us what’s new in version 2.0 of the CPK Pizza Dough Rewards app.

Andy Mai: We’ve recently introduced v2.0 of our mobile app. It’s the primary guest engagement vehicle of the CPK Pizza Dough® Rewards program. The app was designed from the bottom up to enhance our guests’ experience with an easy-to-navigate home screen, pay-at-table functionality, and the ability to access and redeem rewards.

Why did CPK believe it needed to overhaul its Pizza Dough Rewards app from the ground up?

Ashley Ceraolo:  More than 80% of our guests engage […]